Allegacy shares member experience insights during national webinar
Published: Thursday, November 5, 2026
Allegacy Federal Credit Union joined credit union leaders from across the country for a recent MemberXP webinar focused on turning member feedback into meaningful improvements in service, operations and overall member experience.
Hosted by Navari on Oct. 20, the “Best of the Best: How Top Credit Unions Turn Member Feedback Into Action” webinar brought together representatives from credit unions recognized through the 2026 MemberXP Best of the Best Awards program to discuss strategies for strengthening member relationships and improving service delivery.
Jeff McDowell, senior vice president of retail banking at Allegacy Federal Credit Union, participated in the panel alongside Jessica Sawyer, chief operations officer at Advantage One Credit Union; Adam Tonge, vice president of retail services at Alliance Catholic Credit Union; and Kurt Jourdan, vice president of sales and service at IU Credit Union. Keith Holder of Navari moderated the discussion.
The conversation explored how credit unions can use member feedback to identify service challenges, understand their underlying causes and prioritize improvements across the member journey.
Panel topics included strengthening organizational accountability, aligning leadership around member experience goals and using employee coaching and cross-functional collaboration to support consistent service delivery.
Participants also examined opportunities to apply member feedback across digital banking, branch operations, lending and member service interactions. The discussion emphasized the importance of moving beyond collecting feedback to identifying practical improvements that respond to evolving member expectations.
The webinar was part of the MemberXP Best of the Best initiative, which recognizes credit unions based on member experience performance. The 2026 awards program evaluated more than 2.6 million data points representing experiences from more than 8.6 million credit union members nationwide.
Allegacy’s participation provided Carolinas perspective in a broader industry conversation about using member insights to strengthen service delivery and build lasting member relationships.
Credit union professionals interested in exploring the discussion can watch the recorded MemberXP Best of the Best webinar for additional insights and strategies shared by participating credit union leaders.